The Customer Experience Expert

Marc Gordon

At a glance:

Marc is an internationally recognized Customer Experience professional. Appearing on television, radio and print, he is regularly interviewed for his opinions and expertise on topics ranging from customer service to social media. He has been called a “marketing superstar” by the Oprah Winfrey Network.

Marc is an internationally recognized Customer Experience professional. Appearing on television, radio and print, he is regularly interviewed for his opinions and expertise on topics ranging from customer service to social media. He has been called a “marketing superstar” by the Oprah Winfrey Network.

As a speaker, Marc’s goal is to empower your audience to create and deliver experiences that inspire customer loyalty and increase sales, while at the same time reducing employee stress and boosting morale.

Applying the science of communication and human behaviour, Marc shows organizations how to combine service, support and communication to create cost effective, manageable and fulfilling customer experiences.

Marc has shared his strategies in person with over 200 organizations across three continents and virtually to thousands of managers and front-line staff.

  • Selling Happiness: How to Create Customer Experiences Online or In-Person That Inspire Loyalty and Increase Sales

    Customer expectations are changing faster than ever before. Marketing, social media, technology and cultural trends are shaping people’s beliefs and values, which can often lead to a sense of entitlement. This situation can make it difficult for any business to consistently deliver quality service. And for those that try, the result is often higher transaction costs, stressed out staff, and disappointed customers.

    However, there is a way to deliver experiences that are easy to manage and cost effective, while successfully building customer trust and loyalty. During this presentation, Marc will share the secrets of what it takes to keep customers coming back. Best of all, how to do it without the time and effort of “wowing” your customers.

    Combining the science of human behaviour and best business practices, Marc shares personal stories, and real-world examples to provide you with the skills and techniques to create manageable processes that deliver fulfilling customer experiences. This presentation is designed for executives and teams who manage customer experience strategies. For organizations ready to make the greatest impact on the experiences they provide, Marc is also available for consulting.
  • Selling Happiness: Strategies to Inspire Customer Loyalty, Build Employee Morale, and Reduce Costs

    Ready to find out how to inspire customer loyalty and increase sales while reducing costs? Then this is a workshop you don’t want to miss.

    This half-day workshop will show you how to transform your organization into a customer focused, market leader. Delivered with positive energy, real world stories, and lots of interaction, this workshop has proven to be a game changer for any industry.

    The first half of the workshop explores the human aspect of what influences people and their buying habits. We cover media, culture, racism, conspiracy theories, and social trends. We also dive into how COVID 19 has impacted society and its beliefs and attitudes. This portion of the workshop has been called “the most important and relevant subject matter that people need to hear.”

    The second half takes this newfound knowledge and applies it to the business world. We look at how preconceived ideas can influence customer behaviour. The ideas and lessons shared by Marc often result in a paradigm shift in how attendees do business.

    Every attendee gets the opportunity to examine their own organization to see the impact of its policies and culture. This leads to that “ah-ha” moment when they discover how values and resources impact the experiences it delivers.

    This workshop is designed for groups that are seeking real change and want to leave with the tools to make it happen.

    The content of this workshop can be tailored to a specific industry as needed. Every attendee will leave with a deep understanding of how to deliver fulfilling experiences to each customer regardless of beliefs, values, or previous experiences.
  • The Post COVID Customer: How to Deliver Positive Experiences in a World of Changing Expectations

    From social distancing and remote working to curbside pickup and hoarding toilet paper, consumer behavior has changed in ways we could never have imagined. And with many industries reopening, businesses are discovering their customers are showing up with a whole new set of expectations.

    Personal beliefs about masks, vaccinations, and government can bring unwanted stress to even the simplest of business interactions. Not just for over worked business owners and staff, but for stressed out customers. Add to that rising prices, empty shelves, long wait times, and it’s easy to see how delivering fulfilling and positive experiences can be a challenge.

    The Post COVID Customer takes a warm and heartfelt approach to the post pandemic customer experience. During this presentation, Marc illustrates how external influencers and internal beliefs can cause ordinary people to change their behavior. For example, while some take up bread making, others try to shut down government institutions.

    Attendees will learn how to deliver manageable and cost-effective experiences that make every customer feel welcome and appreciated. Marc will also share a strategy for dealing with upset customers that is so effective, they will leave satisfied even if they did not get the outcome they were hoping for.

    This presentation can be tailored to your industry with real world examples and stories that will resonate with every attendee. An event branded, downloadable, presentation guide is also included for each audience member.
  • Selling Like a Sherpa: Using Value and Insight to Guide Customers (And Yourself) To Success

    The sales landscape has changed. Technology has empowered customers to know more about products than the people who sell them. New distribution channels allow customers to side-step the sales process by purchasing direct. And a world-wide pandemic has reduced the opportunities for making in-person connections.

    But what has not changed is that people and the companies they work for need help. They have questions that need answering, problems that need fixing, and most importantly, the need to be heard and understood.

    Selling Like a Sherpa shows salespeople from any industry how to increase sales by going from selling to servicing. By embracing the professional qualities of Sherpas, the Nepalese people world renowned for their skills in guiding climbers to the top of Mount Everest, anyone can become a superstar salesperson.

    Embracing the Sherpa mindset is about understanding what customers want rather than telling them what they need. Then being there for them in a capacity that creates a relationship where the salesperson is seen as an indispensable resource. When done properly and authentically, salespeople will not only sell more with less effort, but learn more about their customers and have greater awareness of the marketplace.
  • No Apologies Needed: How to Turn Negative Situations Into Positive Outcomes

    No matter how much you try, sometimes things won’t go right. And this can result in an unhappy customer.

    Dealing with unhappy customers is when an organization shows their true character. This comes from a combination of company culture, employee empowerment, and predefined policies.

    Some companies will do whatever it takes to make the situation right for the customer, regardless of cost or resources. Other companies will become passive, choosing to hide behind policies or pass the customer off to various departments. And then there are those companies that just don’t care. So which approach is the right one?

    In this presentation, Marc explores and debunks the myths of customer service. How far should you go to keep a customer happy? What would be considered an ideal outcome? Should every customer be treated the same?

    You’ll learn the art and science of dealing with unhappy customers from any industry. And, how to handle their issues – rational or otherwise – by offering practical, manageable solutions that lead to a mutually beneficial outcome. Marc will also share strategies to deflate emotional situations and keep everyone focused on the solution rather than the problem.

    Delivered with Marc’s high energy style, this presentation is designed for management, customer service staff and anyone that deals with customers.

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